Losing customers through neglect or sloppiness is especially painful in tough times because the cost of replacing them is higher, the difficulty of replacing them greater. This is the time to increase the frequency and quality of communication with customers, to reward their loyalty, to incentivize their patronage.

It is amazing to me just how bad most salespeople and business owners are at this. Get this through your skull: just doing what you do competently or delivering your product as agreed is not enough to earn your customer’s subsequent business. And in tough times, your competitors quickly resort to price cutting, so your […]